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The University of Verona Improves Service Efficiency with CA Service Desk Manager

Geography:
Europe

Industry:
Education

CA Service Desk Manager has proved that it is still the best solution for service management, and sufficiently flexible to adapt to a broad range of new applications.

Giovanni Bianco, Head of IT, University of Verona

Business

The University of Verona is one of Italy’s leading universities. Founded in 1982, it has 24,000 students and is internationally recognized as a top academic institution.

Challenge

To maintain its competitive advantage and keep up with modern trends, the university decided to expand its service management solutions by incorporating non-IT help requests from staff and eliminating paper processes in student administration.

Solution

CA Service Desk Manager was extended to cover the new processes. Non-IT services managed by the solution include building maintenance and management of student administration procedures – soon to be available to all 24,000 students.

Benefit

Monitoring SLAs has improved non-IT maintenance services. Queues at admin offices are shorter and student enquiries are processed with total transparency.